Customer Success Specialist

What you'll get to do:

• Buyer Communication: Manage incoming (reactive) cases from our tech-touch buyers, including name change requests, accounting inquiries, best practice questions, and escalations. Provide timely and professional responses to buyer inquiries, aiming for high levels of customer satisfaction.
• Renewal Management Support: Track and manage upcoming renewals. Schedule calls for buyers with Customer Success Managers (Scaled).
• Compliance Support: Manage internal follow-up on compliance notifications.
• Account Monitoring Assistance: Assist in identifying and reporting account anomalies and risks to the Customer Success team.
• Data and Reporting Support: Facilitate data and reporting requests for Customer Success Managers on an ad-hoc basis. Assist in the creation of Executive Business Review (EBR) presentations.
• System and Data Management: Maintain and update internal systems, including monday.com, Salesforce, and Field Nation. Work with data and reporting teams to gather critical information needed for upcoming customer touch points. Generate critical reports out of the Field Nation platform as requested. Create Executive Business Review presentations and populate data for metrics as needed using Field Nation templates. Leverage data literacy to identify trends, make correlations, and analyze data for actionable insights.
• Operational Support: Coordinate internal and external meetings. Respond to and follow up on support escalations and requests for assistance.

You might be a good fit if you have:

• 1-2 years of experience in proactive Customer Success or Account Management, focusing on strategic client relationships and value creation; alternatively, 4+ years in a customer-facing role in reactive support or service delivery. Ideal candidates will have prior experience with a US firm.
• Excellent written and verbal communication skills, with a focus on clarity and professionalism.
• Proven ability to analyze data to identify trends, make correlations, and find actionable insights.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks effectively.
• Proficiency in basic computer applications (e.g., Microsoft Office Suite, Google Workspace) and a willingness to learn new systems (e.g., CRM).
• A proactive and customer-centric approach, with a desire to help customers succeed.
• Ability to work both independently and collaboratively within a team.
• Strong problem-solving skills and a willingness to learn and grow within the Customer Success organization.
• While not required, familiarity with the Field Nation platform is a plus.
• Bachelor's degree in Business Administration or a relevant field.

Position Type/Expected Hours of Work:

• Working days: Hybrid, Monday to Friday (3 Work from Home + 2 mandatory Work from Office days)
• Working hours:  08:00 pm to 05:00 am

Salary Range:

• BDT 55,000 - 70,000 (Monthly)

Why we think you'll love it here:

At Field Nation, we believe great work deserves great support. Here’s a snapshot of the benefits designed to reward performance, support well-being and create an enjoyable workplace experience.
 
1. Compensation & Financial Rewards
Because hard work should feel like winning.
Field Nation LLC Performance Reward – Because every citizen of Field Nation deserves a stake in the win!
Festival Bonus – Celebrate the big festivals with some extra cheer (and cash!).
Referral Bonus – Incentives for successful employee referrals.
Gratuity – Honoring your long-term dedication
Leave Encashment – Opportunity to encash unused annual leave balance at year-end.
2. Health & Wellness
Your body, mind, and family matter.
Medical Insurance – Comprehensive health coverage for employees and their immediate family (spouse and children).
Gym Membership – Stay fit, active, and energized.
3. Daily Operations & Office Perks
Complimentary Lunch / Dinner – Because good work needs good food.
Unlimited Tea & Coffee – Keep the energy flowing.
Transportation – Helping you get to work hassle-free.
Mobile Data Allowance – Allowances to ensure connectivity.
4. Professional Development
Career Development Budget – Dedicated funds for professional learning and growth.
5. Culture, Events & Time Off
Fostering work-life balance and strong team connections.
Work Model: Hybrid (2 days in-office, 3 days remote per week) – balance is key.
Summer & Winter Field Weeks – Two annual team retreats to connect, collaborate, and recharge.
Quarterly Team Outing Budget – Enjoy exciting activities and quality time with your team to bond, relax and celebrate together. 
Occasional Gifts – Surprises and gifts to celebrate milestones & welcome new faces.
Leave Benefits:
Paid Time Off  – Take the time you need! Covers annual, casual, and sick leave so you can recharge and come back ready to shine.
Hajj/Umrah Leave
Maternity Leave
Paternity Leave